you're lucky you didn't get your seller account banned. I sold on Amazon a couple of years ago and had 100% feedback. A customer ordered a book from me, claimed they never got it, and filed a claim.

I normally just take my losses and refund asap in these situations, but I was given no chance because the customer filed it right away.

Amazon banned my account within an hour of the claim. I thought it was a mistake and tried to contact seller support. Little did I know that there is no support. There was a maze of automated responses..and then a permanent ban. I can't signup to any Amazon services to this day.

I'm just shocked that Amazon can get away with taking as much as 16% from a seller..and then offer almost no support.

Even worse is the fact that you can build a business for years on Amazon..with little to show for it. You don't get any contact info. When your account is banned, your business is done. It's too much power to put in the hands of a company that has no respect for its sellers.